Marydoll
Believe it or not, I had a similar situation today.
I had a gas emergency, (very long story) called the national hotline to report it, was told by the call handler to contact my provider, because he couldn't help.🤬
I called my provider and after a 9 minute wait, I was advised to immediately phone a certain number, because it was an emergency. Guess what? That number was that same number I had phoned in the first place and been dismissed.
I read the riot act and defaulted into teacher mode, just like dealing with an obstructive difficult parent. it was so hard to remain polite.
Within an hour, the faulty gas meter, which sounded as if it was ready to explode (no exaggeration) was replaced with a spanking new one. It was my neighbour who heard it, as she was getting into her car.
Fortunately, as soon as I knew there was a problem, I shut off the gas and opened windows and doors. The third and final call handler was surprised that this elderly lady on Scottish Gas' vulnerable list had done all those things, prior to making the first phone call.
Thank goodness I still have most of my marbles.
Unfortunately, DH was on the golf course (there were a few naughty words said) and I was looking after my poorly granddaughter. It was also blooming freezing! ❄
Guess when DH arrived? Immediately after it was all resolved.
Good grief - how scary. Your neighbour heard the faulty meter? 
Boy oh boy, you really do have to be your own advocate these days.
I'm on British Gas' 'vulnerable' list - hmm, I must remember your experience for future reference.
This lark of being passed around a ring of telephone numbers only to end up being told to contact the number you rang in the first place is becoming a regular occurrence. As you said previously, what do people do who don't have the mental or emotional stamina to put their foot down?
Glad you got it sorted out - but one can really do without all this trouble. It shouldn't be like this!



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Huh? Do I? What "extremes" would those be then?